Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

7. Voluntary Report Nusaresearch - Airline Services Quality

510 views

Published on

* Research method : Quantitative research (Online survey)
* Timing : 5th September – 25th September 2013
* Sample size : 456
* Research area : Nationwide
* Target : Male & Female aged 17 years old and over;
and ever used Airline services in last 6 months (February-August 2013)
* Research objectives : Find out how factors affect the passengers’ satisfaction on Airline services quality and perform regression analysis of satisfaction
* Sampling method : Internet sampling

Published in: Travel
  • Be the first to comment

7. Voluntary Report Nusaresearch - Airline Services Quality

  1. 1. Report date:November 2013 Creator: Nusaresearch team PASSENGERS SATISFACTION TOWARD AIRLINE SERVICES QUALITY Research time: 05.9.2013 –25.9.2013 Based on Nusaresearch’spanelist
  2. 2. A. Executive summary [1]MostRespondentshadatleasttravelledbyplaneoncetotwotimesinthelast6months (February–August2013) •Morethan70%ofthesurveyedrespondentshaveatleastevertraveledbyplaneforoncetotwotimes.And,therewere8.3%oftherespondentswhohaveevertraveledbyairformorethanfivetimesinthelast6months. •ThereisaslightdifferencewithregardtothefrequencyoftravelingbyAirbetweenMaleandFemale,whereoutof214malerespondents,34.6%haveevertraveledforatleastonetime,whileoutof242femalerespondents,37.6%and35.1%haveevertraveledbyairforonetimeandtwotimes,respectively. •ThefrequencyoftravelingbyairvariedslightlyacrosstheAgeGroups.Thereare40.4%of235respondentsagedunder20–29yearsoldand31.7%of221respondentsagedabove30yearsoldwhohaveevertraveledoncebyairplaneinrecent6months. •Mostrespondentswithlowermonthlyhouseholdexpenditurehaveevertraveledforonetime(49.6%),whilerespondentswithmiddleexpenditurehavemostlyevertraveledbyairfortwotimes(35.3%).Andfinally,mostrespondentsfromuppermonthlyexpendituretraveledbyairfortwotimeswhichaccountfor36.1%comparedto25%ofrespondentswhotravelledonceinthelast6months. [2]TheTopThreeAirlinetherespondentstravelledonareLionAir,GarudaIndonesiaandAirasia •TherearesomequitesignificantdifferencesamongtopthreeAirlines.LionAiristhemostpreferredAirlinewhichaccountfor34.9%oftherespondents(159passengers).Inaddition,thereisasignificantdifferenceonthenumberofrespondentswhohavetraveledwithGarudaIndonesiacomparedtothosehavetraveledwithLionAir,whichaccountfor25.4%or116passengers. •Categorizedbygender,itisobviousthatbothmaleandfemalerespondentsprefertotravelbyLionair,GarudaandAirasia.Amongthoserespondents,38.8%ofmalerespondentshadexperienceoftravelingwithLionAir,whereas31.4%offemalerespondentshadexperienceofflyingwithLionAir. •Bothrespondentsagedunder20–29yearsoldandagedabove30yearsoldpreferredtotravelwithLionAirwhichaccountfor38.5%and31.5%,respectively.Meanwhile,inthesecondplace,thereisGarudaIndonesiathathasbeenchosenby26%ofrespondentsagedunder20–29yearsoldand24.9%ofrespondentsagedabove30yearsold. •Thereare27.1%ofrespondentswithhighermonthlyhouseholdexpenditurewhochoseGarudaIndonesiaastheirreliableAirlinetoflywith.Meanwhile,LionAirwasalsochosenbymorethan30%respondentsfromeachgroupsofmonthlyhouseholdexpenditure.
  3. 3. A. Executive summary [3]Thereisasignificantdifferenceontherouteoftraveling,where89.9%respondentshaddomesticflightexperienceinthelast6months •Therearealmost90%ofsurveyedrespondentshavetravelledbyplanefordomesticdestinationandthereisonly10.1%of456respondentswhohavetraveledbyairforinternationaldestination. •ThereisaslightdifferenceofpercentagebetweenmaleandfemalerespondentswhohaveevertraveledwithinIndonesiawhichaccountfor92.5%and87.6%respectively.Meanwhile,thereisatleast12.4%ofthefemalerespondentswhohaveeverexperiencedinternationalflightinthelast6months. •Thereis11.5%ofrespondentsagedunder20–29yearsoldwhohavetraveledoverseas,whereasmorerespondentsagedabove30yearsoldhavemainlytravelledtodomesticdestination(91.4%)comparedtothosewhohavetraveledoverseas(8.6%). •Domesticairtravelisdominatedby90%ofrespondentswithlowerandmiddlemonthlyhouseholdexpenditure.However,thereisnosignificantdifferencewhenitiscomparedtothoserespondentswithhigherexpenditure,whichaccountfor87.5%.Meanwhile,itisobviousthatthoserespondentswithhigherexpenditurehadmoreInternationalairtravelwhichaccountfor12.5%. [4]TheAirTravelisdominatedbybusiness,in-holidayandleisurePassengers •Therearealmost38%oftherespondentswhohadfamilyholidaystrip,whereasthereare32.2%ofrespondentswhowereincorporateorbusinesstripandfinally21.9%areleisurepassengerswhospenttravelingtimeforshopping. •Formalerespondents,theychoseairtravelmainlyforcorporate/businesstripwhichaccountsfor42.1%,whereasfemalerespondentshadexperiencetravelingbyplaneforfamilyholidayswhichaccountsfor44.2%comparedtoonly23.6%offemalerespondentswhohadbusinesstripinrecent6months. •Theoccasionfortravelingvariedslightlybetweenthetwoagegroups.Mostrespondentsagedunder20–29yearsoldhavetraveledbyplaneforfamilyholidayswhichaccountsfor37.9%.Otherwise,thereare40.3%respondentsagedabove30yearsoldwhohavetraveledforbusinesspurpose. •However,thereisquiteconsiderabledifferencebetweenthesetwoagegroupsintermoftheiroccasionforLeisuretrip.Thereare27.2%respondentsaged20–29yearsoldwhohavetraveledforleisuretripwhereasthereisonly16.3%ofrespondentsagedabove30yearsoldwhohavetraveledforleisure. •Mostrespondentswithlowerandmiddleexpenditurechoseairtravelforfamilyholidayswhichaccountsfor40.3%and40.5% respectively.Incontrast,thoserespondentswithhighermonthlyhouseholdexpendituretraveledforcorporate/businesstrip(38.2%).
  4. 4. [5]EconomyClasswasthemostpreferredseat/fareclassforRespondentstohaveflightexperiencewiththeselectedAirline •Thereare87.7%ofrespondentswhohadflightexperiencewithEconomyseatclass.Meanwhile,thereareonly11.6%ofrespondentswhoprefertochooseexecutiveclassforatriptotheirdestinationcity. •Thereisaslightdifferencebetweenmaleandfemalerespondentswhohavetraveledwitheconomyclasswhichaccountfor87.4%and88%respectively.Incontrast,therearemoremalerespondents(12.1%)whochoseexecutiveclassfortheirairtravelcomparedtofemalerespondents(11.2%). •Bothrespondentsagedunder20–29yearsoldandabove30yearsoldchosethelowerpriceofairticketwheretheytravelledwitheconomyclass.Meanwhile,therearetotalof23.2%respondentsofbothagegroupswhochoseexecutiveclassfortheirflightexperiencewiththeselectedAirline. •HigherexpenditurerespondentsscorehighestpercentageofhavingflightexperiencewithExecutiveAirfareClass.Thereare13.9%ofrespondentswithhigherexpenditurewhotookexecutiveairfare/seatclass.Meanwhile,therearenosignificantdifferenceamongrespondentswhohaveflightexperiencewitheconomyairfareclass,wheremorethan80%ofrespondentsfromeachexpendituregroupschoseeconomyclassontheirlasttravelinrecent6months. [6]TheaverageticketpricepurchasedisrangedfromIDR700.001toIDR900.000 •Fromvariouskindofairfareclasstherespondentstraveledon,IDR700.001toIDR900.000istheaverageticketpricetheyboughtwhentravelinglasttimeinthelast6months(February–August2013). •MostofmalerespondentsboughttheirairfareforIDR500.001–IDR700.000whichaccountsfor23.8%.Meanwhile,19.8%offemalerespondentsadmitedthattheyboughttheticketforIDR700.001–IDR900.000. •Thereare23.1%ofrespondentsagedabove30yearsoldadmittedthattheyspentIDR500.001–IDR700.000fortheirflightticketwhentravelinglasttimeinrecent6months.Meanwhile,respondentsagedunder20–29yearsoldmostlypurchasedtheticketthatrangedfromIDR700.001–IDR900.000. •MostrespondentswithlowerexpenditureboughttheticketthatrangedfromIDR300.000toIDR700.000,whilethehigherexpenditurerespondentsmostlytraveledbyplanewiththepricerangedfromIDR500.001–IDR900.000. A. Executive summary
  5. 5. [7]Onlinepaymentisthemostpreferredmethodtomakeaflightticketreservation •Therespondentsprefertomakeflight/ticketreservationindifferentways,wheremostrespondentschoseonlineservicesastheirmodeofflightticketreservation.Inthesecondplace,respondentschosetoarrangetheirflighttraveltothetravelagencyandofficialreservationoffice,whichaccountsfor26.3%and23.9%respectively. •Categorizedbygender,thetopthreeofmostpreferredmethodofticketreservationareOnlinereservation,travelagencyandofficialreservationoffice.Morethan40%ofbothmaleandfemalerespondentschoseonlineserviceasthereliablemethodofbookingaflightticket. •Thereisasignificantdifferenceonthenumberofrespondentsbetweentwoagegroupswhochosetravelagencytoarrangetheirflightticket.Thereisonly19.6%ofrespondentsagedunder20–29yearsoldentrustedtravelagency,while33.5%of221respondentsagedabove30yearsoldchosetravelagencytoarrangetheirflightticket.However,onlinereservationisthemostpreferredmethodforbothagegrouptomakeaflightreservationwith. •RespondentsfromdifferentgroupofMHEchoseonlinereservationastheirmostreliablemethodforflightticketreservation. Furthermore,officialreservationofficeistheirsecondpreferencetoarrangetheirtravelwith.wherethereare28.8%oflowerexpenditurerespondentschosethismethod. [8]Almost75%ofparticipatedrespondentsaresatisfiedwithPre-flightservicesqualityoftheAirlinetheytraveledonlasttimeintherecent6months •PercentageofrespondentswhofeelsatisfiedwiththePre-flightservicesqualityoftheselectedAirlinetheytraveledonlasttimeisquitehighwhichleadstohighsatisfactionmeanof3.906. •Thereisnosignificantdifferenceonsatisfactionmeanvalueeitherbetweenmaleandfemaleorbetweenpassengersagedunder20–29yearsoldandpassengersagedabove30yearsold. •Meanwhile,thereisslightdifferenceonsatisfactionmeanvaluewhenitiscategorizedbymonthlyhouseholdexpenditurelevel. TherespondentswithmiddleexpenditureofIDR2.000.001–IDR4.000.000weremoresatisfiedwiththeservicesprovidedbytheselectedAirlinebeforetheflightwithsatisfactionmeanof3.93. •BasedonthetopthreeofmostpreferedAirlineselectedbyrespondents,itisobviousthatingeneral,alltravelersachievedmeansatisfactionscoreofover3.50.Thereare70passengerswhoweresatisfiedwithAirasiaPre-Flightservices,whilethereareslightdifferenceonsatisfactionmeanvaluebetweenLionAirpassengersandGarudaIndonesiapassengers,whichaccountsfor3.84and4.10,respectively. A. Executive summary
  6. 6. [8.1]SatisfactionlevelofPassengersdiffersfromitemtoitemofPre-FlightAirlineServices(Reliability) AmongallitemsofPre-Flightservices,Airlinewebsite,SeamlessonlinesalessystemandKnowledgeableemployeesarevotedasthetopthreePre-Flightservices(reliability)ontheirlastexperienceofflyingwiththeselectedAirline,withsatisfactionmeanof4.23,4.07and4.00respectively.Incontrast,respondentsarelesssatisfiedwiththeirexperienceofusingwebcheck-inservicethroughdedicatedwebsiteoftheirchosenAirline. [8.2]PassengersaresatisfiedoverallwiththePre-FlightAirlineServices(Responsiveness) •Thepassengersaremostsatisfiedwiththeavailabilityofflightroutestomanydestinationcity,thustheyfoundnodifficultiesonarrangingtheirflightscheduleastherewerelotofchoicesofconvenientflighttime/scheduleandrouteseveryday. •Infact,82.6%and80.5%surveyedpassengersweresatisfiedwiththeavailabilityofflightrouteandconvenientflightchoices, respectively.Otherwise,passengersparticipatedonsurveyarelesssatisfiedwithbaggageallowancerule,AirlineresponsivenesstowardemergencyconditionandAirlinepunctualityofdepartureandarrivaltime,whichleadstolowermeanscoreof3.54.3.72and3.77respectively. [8.3]Morethan80%surveyedrespondentsweresatisfiedwiththeavailabilityofpaymentoptions/channelsoffered AmongallitemsofPre-Flightservices(pricingandtransaction),passengersaremostsatisfiedwithwidemodeofpaymentchannelsthattheirchosenAirlineprovided.Withvariousoptionsofpaymentchannelsavailable,passengerscanproceedtheticketpaymentthroughcreditcard,directdebitorATM.Moreover,thereare10.6%ofrespondentsparticipatedonsurveywhohadnosuchgoodexperienceorimpressiononticketpricepromotionavailabilitythattheirselectedAirlineoffered. A. Executive summary
  7. 7. [9]SatisfactionlevelofpassengerstowardIn-FlightAirlineservicesisslightlyhigherthanpassengers’satisfactiontowardPre-Flightservices •Thereare72.9%ofparticipatedrespondentswhoaresatisfiedwithIn-flightservicesqualityoftheirchosenAirlinecomparedto4.70ofdissatisfiedpercentage.PercentageofrespondentswhofeelsatisfiedwiththeIn-flightservicesqualityisquitehighwhichleadstohighsatisfactionmeanof3.936. •Generally,allgroupsachievedhighmeansatisfactionscoreofover3.90wherethehighestmeanscoreis3.99,indicatedthatrespondentswithmiddleexpenditurewerehighlysatisfiedwiththeIn-flightservicestheygotduringtheirtrip. •FromthetopthreeofmostpreferredAirline,116passengersweremoresatisfiedwithGarudaIndonesiaIn-Flightservicescomparedto159respondentstravelingwithLionAirwhichhasalittlelowersatisfactionmeanof3.84. [9.1]TheAirtravellerhadrelativelypositiveimpressiononsomeofthetangiblefacilitiesprovidedontheplane Morethan80%ofsurveyedrespondentsagreedthattheirchosenairlinehascleancabinroom,comfortableandniceinteriorandwell-equippedsafetypercussion.Meanwhile,therespondentswerelesssatisfiedwiththein-flightshoppingofferingaswellastheseatsontheplanethatmadethemuncomfortableduringtheflightwhichleadstolowersatisfactionmeanof3.42and3.77, respectively.Finally,therewere75.9%passengerswhoadmittedthattheyfeltsafewhentravelingwiththeAirlinetheychose. [9.2]TheRespondentswerehighlysatisfiedwiththeFlightAttendantPerformanceduringtheflight Intermofcourtesyofthecabincrew,morethan85%ofrespondentsparticipatedonsurveyweresatisfiedwiththeattractivenessofthecabincrewboththedressingandappearance;thefriendliness,politenessandlanguagecompetencyofthecabincrew;andalsowell-presentedsafetyrules.Incontrast,althoughthepassengersarehighlysatisfiedwiththecabincrewperformanceduringflight, only48.7%admittedthattheydidnotgetmuchindividualattentionfromthecabincrew,whichleadstolowersatisfactionmeanscore(3.50). A. Executive summary
  8. 8. [10]ThePassengers’satisfactionleveltowardPost-FlightservicesqualityisnotashighasthesatisfactionleveltowardIn-Flightservicesquality •Lessthan60%passengersparticipatedinthesurveyweresatisfiedwithPost-flightservicesqualityoftheirchosenairlinewhentravelinglasttimewithsatisfactionmeanscoreof3.721. •ThesatisfactionmeanscoreforPost-FlightAirlineservicesrangedfrom3.67to3.74,wherethosepassengerswithmiddleexpenditurehashighestfigure(mean=3.74)andthosewithhighermonthlyhouseholdexpenditurehaslowestfigure(mean= 3.67).However,thereisnosignificantdifferenceamongcategories. •ThesatisfactionmeanscoreforPost-FlightAirlineserviceswhenbeingcategorizedbyselectedAirlinesrangedfromthelowestof3.63tothehighestof3.86.ThepassengerswhohaveevertraveledwithGarudaIndonesiaadmitedthattheyweresatisfiedwiththeoverallpost-flightairlineservicequality.Meanwhile,70Airasiapassengersweresatisfiedwiththeoverallpost-flightservicesprovidedwhichleadstosatisfactionmeanscoreof3.80. [10.1]SatisfactionlevelofpassengersdifferfromitemtoitemofPost-FlightAirlineservicesquality IntermofAirlinePost-flightservicesquality,thesatisfactionlevelisnotashighasthesatisfactionlevelonIn-flightservicesquality.71.1%passengersfeltsatisfiedwiththeappreciationthattheAirlinegavetowardtheirfeedbackandconcernontheirexperiencetravelingwiththechosenAirline. A. Executive summary
  9. 9. B.Research information Research method:Quantitative research (Online survey) Timing:05.9.2013 –25.9.2013 Sample size:456 Research area:Nationwide (Indonesia) Target:Male & Female aged 17 years old and over; and ever used Airline services in last 6 months (February-August 2013) Research objectives:Find out how factors affect the passengers’ satisfaction on Airline services quality and perform regression analysis of satisfaction Sampling method:Internet sampling (Nusaresearch panel)
  10. 10. Part 1. Respondents’ Experience on Traveling by AirplanePart 2. Overall Passengers Satisfaction toward Airline Services QualityPart 3. Regression analysis on Passengers Satisfaction toward Airline Services Quality B.Research Findings
  11. 11. Morethan70%ofthesurveyedrespondentshadatleastevertraveledbyplaneforoncetotwotimes.And,therewere8.3%oftherespondentswhohadevertraveledbyairformorethanfivetimesinthelast6months. Most Passengers had at least travelled by plane once to two times in the last 6 months Figure 1. Frequency of Traveling by Air in recent 6 months Q. How many time(s) have you ever traveled by plane in recent 6 months?[SA]Based on n=456 1. Frequency of Traveling by Air in the last 6 months (Feb –Aug 2013) (Unit: %) 36.2 34.9 10.1 8.6 2.0 8.3 0.0 10.0 20.0 30.0 40.0 50.0 Once Two times Three times Four Times Five Times More than Five Times
  12. 12. Thefigurebelowshowsthefrequencyoftravelingbyplaneinthelast6monthsbetweenmaleandfemalerespondents.Thereisnosignificantdifference,whereoutof214malerespondents,34.6%haveevertraveledforatleastonceandtwotimes,whileoutof242femalerespondents,37.6%and35.1%haveevertraveledbyairforonetimeandtwotimes,respectively. Figure 2. Frequency of Traveling by Air in recent 6 months –By Gender Q. How many time(s) have you ever traveled by plane in recent 6 months?[SA]Based on n=456 (Unit: %) 1. Frequency of Traveling by Air in the last 6 months (Feb –Aug 2013) There is a slight difference with regard to the frequency of traveling by Air between Male and Female 9.8 2.8 9.3 8.9 34.6 34.6 0.0 10.0 20.0 30.0 40.0 More than Five Times Five Times Four Times Three times Two times Once Male (n=214) 7.0 1.2 7.9 11.2 35.1 37.6 0.0 10.0 20.0 30.0 40.0 More than Five Times Five Times Four Times Three times Two times Once Female (n=242)
  13. 13. Itcanalsobeclearlyseenthatthefrequencyoftravelingbyplanevariedslightlyacrosstheagegroups.Thereare40.4%of235respondentsagedunder20–29yearsoldand31.7%of221respondentsagedabove30yearsoldwhohaveevertraveledoncebyairplaneinrecent6months. Figure 3. Frequency of Traveling by Air in recent 6 months –By Age Q. How many time(s) have you ever traveled by plane in recent 6 months?[SA]Based on n=456 (Unit: %) 1. Frequency of Traveling by Air in the last 6 months (Feb –Aug 2013) The frequency of traveling by air varied slightly across the Age Groups 8.1 1.7 6.0 9.8 34.0 40.4 0.0 10.0 20.0 30.0 40.0 50.0 More than Five Times Five Times Four Times Three Times Two Times Once Under 20-29 y/o (n=235) 8.6 2.3 11.3 10.4 35.7 31.7 0.0 10.0 20.0 30.0 40.0 50.0 More than Five Times Five Times Four Times Three Times Two Times Once Above 30 y/o (n=221)
  14. 14. Fromthefigurebelow,itcanbeconcludedthatrespondentswithlowermonthlyhouseholdexpendituremostlyhaveevertraveledforonetimeinrecent6months(49.6%),whilerespondentswithmiddleexpenditurehavemostlyevertraveledbyairfortwotimes(35.3%).Andfinally,mostrespondentsfromuppermonthlyexpendituretraveledbyairfortwotimeswhichaccountfor36.1%comparedto25%ofrespondentswhotravelledonceinthelast6months. Figure 4. Frequency of Traveling by Air in recent 6 months –By Monthly Household Expenditure Q. How many time(s) have you ever traveled by plane in recent 6 months?[SA]Based on n=456 (Unit: %) 1. Frequency of Traveling by Air in the last 6 months (Feb –Aug 2013) Most respondents with lower MHE had at least travelled by plane once to two times Once Two times Three times Four Times Five Times More than FiveTimes Rp. 2.000.000 and lower (n=139) 49.6 33.1 10.1 3.6 1.4 2.2 RP. 2.000.001 - Rp. 4.000.000 (n=173) 34.7 35.3 12.1 9.8 1.2 6.9 Rp. 4.000.001 and over (n=144) 25.0 36.1 7.6 11.8 3.5 16.0 0.0 10.0 20.0 30.0 40.0 50.0 60.0
  15. 15. Q. What Airline did you choose for traveling last time in recent 6 months? [SA]Based on n=456 ThechartbelowgiveinformationabouttheAirlinecompanychosenbyrespondentswhentravelinglasttimeinrecent6months.ItisimmediatelyobviousthattherearesomequitesignificantdifferencesamongtopthreeAirline.LionAiristhemostpreferredAirlinewhichaccountfor34.9%oftherespondents(159passengers).Inaddition,thechartshowsasignificantdifferenceonthenumberofrespondentswhohavetraveledwithGarudaIndonesiacomparedtothosehavetraveledwithLionAir,whichaccountfor25.4%or116passengers. Figure 5. Airline Chosen for Traveling Last Time in recent 6 months (Unit: %) 2. The Airline chosen for TravelingLast Time in recent 6 months The Top Three Airline the respondents travelled on are Lion Air, Garuda Indonesia and Airasia 34.9 25.4 15.4 9.0 6.1 2.4 2.2 0.9 0.7 0.4 0.0 10.0 20.0 30.0 40.0 50.0 Lion Air GarudaIndonesia Airasia Sriwijaya Air Citilink Merpati Mandala Batik Air Jetstar SingaporeAirlines
  16. 16. Categorizedbygender,itisobviousthatbothmaleandfemalerespondentsprefertotravelbyLionair,GarudaandAirasia.Amongthoserespondents,38.8%ofmalerespondentshadexperienceoftravelingwithLionAir,whereas31.4%offemalerespondentshadexperienceofflyingwithLionAir. Figure 6. Airline Chosen for Traveling Last Time in recent 6 months –By Gender Q. What Airline did you choose for traveling last time in recent 6 months? [SA]Based on n=456 (Unit: %) 2. The Airline chosen for TravelingLast Time in recent 6 months Most of Male and Female respondents prefered to travel with Lion Air, Garuda Indonesia and Airasia 0.0 0.0 0.0 0.5 2.8 8.9 8.4 13.6 24.3 38.8 0.0 10.0 20.0 30.0 40.0 50.0 Singapore Airlines Jetstar Batik Air Mandala Merpati Citilink Sriwijaya Air Airasia Garuda Lion Air Male (n=214) 0.8 1.2 1.7 3.7 2.1 3.7 9.5 16.9 26.4 31.4 0.0 10.0 20.0 30.0 40.0 Singapore Airlines Jetstar Batik Air Mandala Merpati Citilink Sriwijaya Air Airasia Garuda Lion Air Female (n=242)
  17. 17. Q. What Airline did you choose for traveling last time in recent 6 months? [SA]Based on n=456 Figure 7. Airline Chosen for Traveling Last Time in recent 6 months –By Age Group Bothrespondentsagedunder20–29yearsoldandrespondentsagedabove30yearsoldpreferredtotravelwithLionAirwhichaccountfor31.5%and38.5%,respectively.Meanwhile,inthesecondplace,thereisGarudaIndonesiathathasbeenchosenby26.0%ofrespondentsagedunder20–29yearsoldand24.9%ofrespondentsagedabove30yearsold. (Unit: %) 2. The Airline chosen for TravelingLast Time in recent 6 months Categorized by Age group, Lion Air is the most preferred Airline to fly with 0.0 0.9 0.9 1.7 3.4 5.1 10.2 16.2 26.0 31.5 0.0 10.0 20.0 30.0 40.0 50.0 Singapore Airlines Jetstar Batik Air Mandala Merpati Citilink Sriwijaya Air Airasia Garuda Lion Air Under 20 -29 y/o (n=185) 0.9 0.5 0.9 2.7 1.4 7.2 7.7 14.5 24.9 38.5 0.0 10.0 20.0 30.0 40.0 50.0 Singapore Airlines Jetstar Batik Air Mandala Merpati Citilink Sriwijaya Air Airasia Garuda Lion Air Above 30 y/o (n=172)
  18. 18. Q. What Airline did you choose for traveling last time in recent 6 months? [SA]Based on n=456 Thereare27.1%ofrespondentswithhighermonthlyhouseholdexpenditurewhochoseGarudaIndonesiaastheirreliableAirlinetoflywith.Meanwhile,LionAirwasalsochosenbymorethan30%respondentsfromeachgroupsofmonthlyhouseholdexpenditure. Figure 8. Airline Chosen for Traveling Last Time in recent 6 months –By MHE (Unit: %) 2. The Airline chosen for TravelingLast Time in recent 6 months Garuda Indonesia is dominated by passengers with higher monthly household expenditure Lion Air GarudaIndonesia Airasia SriwijayaAir Citilink Merpati Mandala Batik Air Jetstar SingaporeAirlines Rp. 2.000.000 and lower (n=139) 33.1 24.5 12.2 11.5 5.8 4.3 3.6 1.4 0.0 0.0 RP. 2.000.001 - Rp. 4.000.000 (n=173) 35.8 24.9 19.1 9.2 4.6 2.3 1.2 0.6 0.6 0.6 Rp. 4.000.001 and over (n=144) 35.4 27.1 13.9 6.3 8.3 0.7 2.1 0.7 1.4 0.7 0.0 5.0 10.0 15.0 20.0 25.0 30.0 35.0 40.0
  19. 19. Thechartbelowshowsthatalmost90%ofsurveyedrespondentshavetravelledbyplanefordomesticdestinationandthereisonly10.1%of456respondentswhohavetraveledbyairforinternationaldestination. Figure 9. Travel Route Q. Please tell us what travel route you had when traveling last timein recent 6 months? [SA]Based on n=456 89.9 10.1 Domestic Route International Route (Unit: %) 3. The Travel Route There is a significant difference on the route of traveling, where 89.9% respondents had domestic flight experience in the last 6 months
  20. 20. Bothmaleandfemaletookdomestictravelontheirlastexperienceoftravelingbyplaneinrecent6months.ThereisslightdifferenceofpercentagebetweenmaleandfemalerespondentswhohaveevertraveledwithinIndonesiawhichaccountfor92.5%and87.6% respectively.Meanwhile,thereisatleast12.4%ofthefemalerespondentswhohaveeverexperiencedinternationalflightinthelast6months(February–August2013). Figure 10. Travel Route –By Gender Q. Please tell us what travel routeyou had when traveling last timein recent 6 months? [SA]Based on n=456 (Unit: %) 3. The Travel Route The travel route is dominated by Domestic flight 92.5 87.6 7.5 12.4 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Male (n=214) Female (n=242) Domestic Route International Route
  21. 21. Thereis11.5%ofrespondentsagedunder20–29yearsoldwhohaveevertraveledoverseas,whereasmorerespondentsagedabove30yearsoldhavemainlytravelledtodomesticdestination(91.4%)comparedtothosewhohavetraveledoverseas(8.6%). Figure 11. Travel Route –By Age Group Q. Please tell us what travel routeyou hadwhen traveling last timein recent 6 months? [SA]Based on n=456 (Unit: %) 3. The Travel Route 11.5% of the Fliers aged under 20 –29 years old were International Travelers 88.5 91.4 11.5 8.6 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Under 20 - 29 y/o (n=235) Above 30 y/o (n=221) International Route Domestic Route
  22. 22. However,thereisnosignificantdifferencewhenitiscomparedtothoserespondentswithhigherexpenditurewhichaccountfor87.5%. Meanwhile,itisobviousthatthoserespondentswithhigherexpenditurehadmoreInternationalairtravelwhichaccountfor12.5%. Figure 12. Travel Route –By MHE Q. Please tell us what travel route you had when traveling last timein recent 6 months. [SA]Based on n=456 (Unit: %) 3. The Travel Route Domestic air travel is dominated by 90% of respondents with lower and middle monthly household expenditure 90.6 91.3 87.5 9.4 8.7 12.5 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Rp. 2.000.000 and lower (n=139) RP. 2.000.001 - Rp. 4.000.000 (n=173) Rp. 4.000.001 and over (n=144) Domestic Route International Route
  23. 23. Thechartbelowgiveinformationontherespondents’occasionwhenhavingairtravellasttimeinrecent6months.Itcanbeclearlyseenthattherearealmost38%oftherespondentswhohadfamilyholidaystrip.whereasthereare32.2%ofrespondentswhowereincorporateorbusinesstripandfinally21.9%areleisurepassengerswhospenttravelingtimeforshopping. Figure 13 Travel Occasion Q.On what occasion you traveled by air last timein recent 6 months?[SA]Based on n=456 4. The Travel Occasion The Air Travel is dominated by Business, In-holiday and Leisure Passengers 37.9 32.2 21.9 1.5 0.9 0.9 0.7 0.4 0.2 3.3 0.0 5.0 10.0 15.0 20.0 25.0 30.0 35.0 40.0
  24. 24. Thebarchartbelowshowshowpeopleindifferentgendermostlyspenttheirtimetravelingforcorporate/businesstrips,familyholidaysaswellasspenttheirleisuretimeforshopping.Formalerespondents,theychoseairtravelmainlyforcorporate/businesstripwhichaccountsfor42.1%,whereasfemalerespondentshadexperiencetravelingbyplaneforfamilyholidayswhichaccountsfor44.2%comparedtoonly23.6%offemalerespondentswhohadbusinesstripinrecent6months. Figure 14 Travel Occasion –By Gender Q.On what occasion you traveled by air last timein recent 6 months?[SA]Based on n=456 4. The Travel Occasion The Air Traveler spent time traveling for Business Trip,Leisure and Family Holidays 3.3 0.0 0.5 0.5 0.9 1.4 1.9 18.7 30.8 42.1 0.0 10.0 20.0 30.0 40.0 50.0 others Honeymoon Travel Adventure Holiday Attended music concert Health Check Up Religious Travel Study tour for cultural visit Leisure travel / shopping Family holidays Corporate/business trip Male (n=214) 3.3 0.4 0.4 0.4 0.4 1.2 1.2 23.6 24.8 44.2 0.0 10.0 20.0 30.0 40.0 50.0 others Honeymoon Travel Religious Travel Health Check Up Attended music concert Adventure Holiday Study tour for cultural visit Corporate/business trip Leisure travel / shopping Family holidays Female(n=242)
  25. 25. Thefigurebelowshowshowpeopleindifferentagegroupsspenttheirtimetravelingfordifferentoccasion.Mostrespondentsagedunder20–29yearsoldhavetraveledbyplaneforfamilyholidayswhichaccountsfor37.9%.Otherwise,thereare40.3%respondentsagedabove30yearsoldwhohavetraveledforbusinesspurpose. However,thereisquiteconsiderabledifferencebetweenthesetwoagegroupsintermoftheiroccasionforLeisuretrip.Thereare27.2% respondentsaged20–29yearsoldwhohavetraveledforleisuretripwhereasthereisonly16.3%ofrespondentsagedabove30yearsoldwhohavetraveledforleisuretrip. Figure 15. Travel Occasion –By Age Group Q.On what occasion you traveled by air last timein recent 6 months [SA]Based on n=456 4. The Travel Occasion Respondents aged above 30 years old travelled by plane mainly for Corporate/Business purpose 4.3 0.0 0.9 0.9 1.3 1.3 1.7 24.7 27.2 37.9 0.0 10.0 20.0 30.0 40.0 50.0 others Honeymoon Travel Health Check Up Attended music concert Adventure Holiday Religious Travel Study tour for cultural visit Corporate/business trip Leisure travel / shopping Family holidays Under 20-29 y/o (n=235) 2.3 0.0 0.5 0.5 0.5 0.5 1.4 16.3 38.0 40.3 0.0 10.0 20.0 30.0 40.0 50.0 others Attended music concert Adventure Holiday Honeymoon Travel Religious Travel Health Check Up Study tour for cultural visit Leisure travel / shopping Family holidays Corporate/business trip Above 30 y/o (n=221)
  26. 26. Mostofrespondetnswithlowerandmiddleexpenditurechoseairtravelforfamilyholidayswhichaccountsfor40.3%and40.5% respectively.Incontrast,thoserespondentswithhighermonthlyhouseholdexpendituretraveledforcorporate/businesstrip(38.2%). Figure 16. Travel Occasion –By MHE Q.On what occasion you traveled by air last timein recent 6 months?[SA]Based on n=456 (Unit: %) 4. The Travel Occasion The Occasion for traveling varied slightly among group of monthly household expenditure Familyholidays Corporate/businesstrip Leisuretravel / shopping StudyTour forculturalvisit AdventureHoliday HealthCheck-up Attendedmusicconcert Honeymoons Travel ReligiousTravel Others Rp. 2.000.000 and lower (n=139) 40.3 25.9 19.4 4.3 2.2 0.7 0.7 0.0 0.0 6.5 RP. 2.000.001 - Rp. 4.000.000 (n=173) 40.5 32.4 21.4 0.6 0.0 1.2 0.6 0.6 1.2 1.7 Rp. 4.000.001 and over (n=144) 32.6 38.2 25.0 0.0 0.7 0.0 0.0 0.0 1.4 2.1 0.0 5.0 10.0 15.0 20.0 25.0 30.0 35.0 40.0 45.0
  27. 27. Thereare87.7%ofrespondentswhohadflightexperiencewithEconomyseatclass.Meanwhile,thereareonly11.6%ofrespondentswhoprefertochooseexecutiveclassforatriptotheirdestinationcity. Figure 17. Seat / Fare Class Options Q.What was your seat class choice when traveling by plane last time?[SA]Based on n=456 (Unit: %) 5. The Seat / Fare Class Options Economy Class was the most preferred seat class for Respondents to have flight experience with the selected Airline 87.7 11.6 0.7 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Economy Class Executive Class First Class
  28. 28. Thereisaslightdifferencebetweenmaleandfemalerespondentswhohavetraveledwitheconomyclasswhichaccountfor87.4%and88%respectively.Incontrast,therearemoremalerespondents(12.1%)whochoseexecutiveclassfortheirairtravelcomparedtofemalerespondents(11.2%). Figure 18. Seat / Fare Class Options –By Gender Q.What was your class choice when traveling by plane last time?[SA]Based on n=456 (Unit: %) 5. The Seat / Fare Class Options Both Male and Female respondents chose Economy Class for their Air Travel Economy Class Executive Class First Class Male (n=214) 87.4 12.1 0.5 Female (n=242) 88.0 11.2 0.8 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
  29. 29. Thefigurebelowcomparetheseat/fareclassbetweenrespondentsagedunder20–29yearsoldandrespondentsaged30yearsold.Bothtwoagegroupschosethelowerpriceofairticketwheretheytravelledwitheconomyclass.Meanwhile,therearetotalof23.2% respondentsofbothagegroupswhochoseexecutiveclassfortheirflightexperiencewiththeselectedAirline. Figure 19. Seat / Fare Class Options –By Age Group Q.What was your class choice when traveling by plane last time?[SA]Based on n=456 (Unit: %) 5. The Seat / Fare Class Options There is no significant difference when it is categorized by Age Group Economy Class Executive Class First Class Under 20-29 y/o (n=235) 86.8 12.8 0.4 Above 30 y/o (n=221) 88.7 10.4 0.9 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
  30. 30. Thereare13.9%ofrespondentswithhigherexpenditurewhotookexecutiveairfare/seatclass.Meanwhile,therearenosignificantdifferenceamongrespondentswhohaveflightexperiencewitheconomyairfareclass,wheremorethan80%ofrespondentsfromeachexpendituregroupschoseeconomyclassontheirlasttravelinrecent6months. Figure 20. Seat / Fare Class Options –By MHE Q.What was your class choice when traveling by plane last time?[SA]Based on n=456 (Unit: %) 5. The Seat / Fare Class Options Higher expenditure respondents score highest percentage of having flight experience with Executive Airfare Class Economy Class Executive Class First Class Rp. 2.000.000 and lower (n=139) 89.9 10.1 0.0 RP. 2.000.001 - Rp. 4.000.000 (n=173) 88.4 11.0 0.6 Rp. 4.000.001 and over (n=144) 84.7 13.9 1.4 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
  31. 31. Figure 21. The Price of Air Ticket Q.How much was the price of air ticket you bought last time?[SA]Based on n=456 Fromvariouskindofairfareclasstherespondentstraveledon,IDR700.001toIDR900.000istheaverageticketpricetheyboughtwhentravelinglasttimeinthelast6months(February–August2013). 0.2 3.1 16.4 20.4 20.8 10.5 8.6 8.3 3.7 1.1 1.1 1.5 0.4 0.7 0.4 0.2 2.4 0.0 5.0 10.0 15.0 20.0 25.0 (Unit: %) 6. The Priceof Air Ticket The average ticket price purchased is ranged from IDR 700.001 to IDR 900.000
  32. 32. MostofmalerespondentsboughttheirairfareforIDR500.001–IDR700.000whichaccountsfor23.8%.Meanwhile,19.8%offemalerespondentsadmittedthattheyboughttheticketforIDR700.001–IDR900.000. Figure 22. Price of Air Ticket –By Gender Q.How much was the price of air ticket you bought last time?[SA]Based on n=456 (Unit: %) 6. The Priceof Air Ticket There is quite significant difference on the price of air ticket purchased between Male and Female respondents (Price in IDR) Below100.000 100.001 - 300.000 300.001 - 500.000 500.001 - 700.000 700.001 - 900.000 900.001 - 1.100.000 1.100.001- 1.300.000 1.300.001- 1.500.000 1.500.001- 1.700.000 1.700.001- 1.900.000 1.900.001- 2.100.000 2.100.001- 2.300.000 2.300.001- 2.500.000 2.500.001- 2.700.000 2.700.001- 2.900.000 2.900.001- 3.100.000 Above3.100.000 Male 0.0 3.3 14.5 23.8 22.0 9.3 7.0 8.4 3.3 1.4 0.5 1.9 0.9 0.5 0.0 0.0 3.3 Female 0.4 2.9 18.2 17.4 19.8 11.6 9.9 8.3 4.1 0.8 1.7 1.2 0.0 0.8 0.8 0.4 1.7 0.0 5.0 10.0 15.0 20.0 25.0
  33. 33. Itisobviousthatinfact,23.1%ofrespondentsagedabove30yearsoldadmitedthattheyspentIDR500.001–IDR700.000fortheirflightticketwhentravelinglasttimeinrecent6months.Otherwise,respondentsagedunder20–29yearsoldmostlypurchasedtheticketthatrangedfromIDR700.001–IDR900.000. Figure 23. Price of Air Ticket –By Age Group Q.How much was the price of air ticket you bought last time?[SA]Based on n=456 (Unit: %) 6. The Priceof Air Ticket There were 23.1% of respondens aged above 30 years old who purchased air ticket for IDR 500.001 –IDR 700.000 (Price in IDR) Below100.000 100.001 - 300.000 300.001 - 500.000 500.001 - 700.000 700.001 - 900.000 900.001 - 1.100.000 1.100.001- 1.300.000 1.300.001- 1.500.000 1.500.001- 1.700.000 1.700.001- 1.900.000 1.900.001- 2.100.000 2.100.001- 2.300.000 2.300.001- 2.500.000 2.500.001- 2.700.000 2.700.001- 2.900.000 2.900.001- 3.100.000 Above3.100.000 Under 20 - 29 years old 0.0 5.5 17.4 17.9 20.9 9.8 7.2 9.8 4.7 1.7 0.9 1.3 0.0 0.4 0.0 0.0 2.6 Above 30 years old 0.5 0.5 15.4 23.1 20.8 11.3 10.0 6.8 2.7 0.5 1.4 1.8 0.9 0.9 0.9 0.5 2.3 0.0 5.0 10.0 15.0 20.0 25.0
  34. 34. ThelinechartbelowshowstheoverallairfareticketspurchasedbyrespondentsfromdifferentMHEgroups.MostrespondentswithlowerexpenditureboughttheticketthatrangedfromIDR300.000toIDR700.000,whilethehigherexpenditurerespondentsmostlytraveledbyplanewiththepricerangedfromIDR500.001–IDR900.000. Figure 24. Price of Air Ticket –By MHE Q.How much was the price of air ticket you bought last time?[SA]Based on n=456 (Unit: %) 6. The Priceof Air Ticket There is no considerable difference on the ticket price purchased among MHE groups (Price in IDR) Below100.000 100.001 - 300.000 300.001 - 500.000 500.001 - 700.000 700.001 - 900.000 900.001 - 1.100.000 1.100.001- 1.300.000 1.300.001- 1.500.000 1.500.001- 1.700.000 1.700.001- 1.900.000 1.900.001- 2.100.000 2.100.001- 2.300.000 2.300.001- 2.500.000 2.500.001- 2.700.000 2.700.001- 2.900.000 2.900.001- 3.100.000 Above3.100.000 Rp. 2.000.000 and lower (n=139) 0.0 2.9 20.9 20.9 17.3 13.7 7.9 8.6 4.3 0.7 0.7 0.7 0.7 0.0 0.0 0.0 0.7 RP. 2.000.001 - Rp. 4.000.000 (n=173) 0.0 4.0 16.2 18.5 22.5 6.9 11.0 11.0 4.0 1.2 1.2 1.2 0.0 0.6 0.0 0.0 1.7 Rp. 4.000.001 and over (n=144) 0.7 2.1 12.5 22.2 22.2 11.8 6.3 4.9 2.8 1.4 1.4 2.8 0.7 1.4 1.4 0.7 4.9 0.0 5.0 10.0 15.0 20.0 25.0
  35. 35. Thechartbelowgivesinformationthattherespondentsprefertomakeflight/ticketreservationindifferentways,wheremostrespondentschooseonlineservicesastheirmodeofflightticketreservation.Inthesecondplace,respondentschoosetoarrangetheirflighttraveltothetravelagencyandofficialreservationoffice,whichaccountsfor26.3%and23.9%respectively. Figure 25. The Flight Reservation Methods (Unit: %) 7. The Flight Reservation Methods Online payment is the most preferred method to make a flight ticket reservation Q.Where did you reserve/book the flight ticket the last timeyou traveled in recent 6 months?[SA]Based on n=456 40.4 26.3 23.9 5.5 3.3 0.7 0.0 5.0 10.0 15.0 20.0 25.0 30.0 35.0 40.0 45.0 Online Reservation Travel Agency Official Reservationoffice Airport Sales Counter Call centre reservation Others
  36. 36. Figure 26. Flight Reservation Methods -By Gender Categorizedbygender,thetopthreeofmostpreferredmethodofticketreservationareOnlinereservation,travelagencyandofficialreservationoffice.Morethan40%ofbothmaleandfemalerespondentschoseonlinepaymentasthereliablemethodofbookingaflightticket. (Unit: %) 7. The Flight Reservation Methods It is obvious that male and female respondents made a flight ticket reservation through online service Q.Where did you buy the flight ticket the last timeyou traveled in recent 6 months?[SA]Based on n=456 0.5 2.8 6.1 22.4 27.6 40.7 0.0 10.0 20.0 30.0 40.0 50.0 Others Call centre reservation Airport Sales Counter Official Reservation office Travel Agency Online Reservation Male (n=214) 0.8 3.7 5.0 25.2 25.2 40.1 0.0 10.0 20.0 30.0 40.0 50.0 Others Call centre reservation Airport Sales Counter Official Reservation office Travel Agency Online Reservation Female (n=242)
  37. 37. Thereisasignificantdifferenceonthenumberofrespondentswhochosetravelagencytoarrangetheirflightticket.Thereisonly19.6% ofrespondentsagedunder20–29yearsoldentrustedtravelagency.Otherwise,33.5%of221respondentsagedabove30yearsoldchosetravelagencytopreparetheirflightticket.However,onlinereservationisthemostpreferredmethodforbothagegrouptomakeaflightreservationwith. Figure 27. Flight Reservation Methods –By Age Group Q.Where did you buy the flight ticket the last timeyou traveled in recent 6 months?[SA]Based on n=456 (Unit: %) 7. The Flight Reservation Methods There are much more respondents aged above 30 years old who entrusted the Travel Agency compared to younger age respondents 0.9 3.4 7.2 19.6 27.7 41.3 0.0 10.0 20.0 30.0 40.0 50.0 Others Call centre reservation Airport Sales Counter Travel Agency Official Reservation office Online Reservation Under 20-29 y/o (n=235) 0.5 3.2 3.6 19.9 33.5 39.4 0.0 10.0 20.0 30.0 40.0 50.0 Others Call centre reservation Airport Sales Counter Official Reservation office Travel Agency Online Reservation Above 30 y/o (n=221)
  38. 38. RespondentsfromdifferentgroupofMHEchoseonlinereservationastheirmostreliablemethodforflightticketreservation. Furthermore,officialreservationofficeistheirsecondpreferencetoarrangetheirtravelwith,wherethereare28.8%oflowerexpenditurerespondentschosethismethod. Figure 28. Flight Reservation Method -By MHE Q.Where did you buy the flight ticket the last timeyou traveled in recent 6 months?[SA]Based on n=456 (Unit: %) 7. The Flight Reservation Methods The flight reservation methods chosen do not vary much among respondents from different monthly household expenditure OnlineReservation OfficialReservationoffice Travel Agency Airport SalesCounter Call CentreReservation Others Rp. 2.000.000 and lower (n=139) 36.7 28.8 23.0 8.6 2.2 0.7 RP. 2.000.001 - Rp. 4.000.000 (n=173) 38.2 24.9 27.7 6.4 2.3 0.6 Rp. 4.000.001 and over (n=144) 46.5 18.1 27.8 1.4 5.6 0.7 0.0 5.0 10.0 15.0 20.0 25.0 30.0 35.0 40.0 45.0 50.0
  39. 39. Part 1. Respondents’ Experience of Traveling by AirplanePart 2. Overall Passengers Satisfaction toward Airline Services QualityPart 3. Regression model on Passengers Satisfaction toward Airline Services Quality B. Research Findings
  40. 40. Part 2. Overall Passengers Satisfaction toward Airline Services Quality 1. Pre-Flight Airline Services Quality1.1 Reliability 1.2 Responsiveness1.3 Pricing and Transaction2. In-Flight Airline Services Quality2.1 Tangible2.2 Courtesy of Cabin Crew3. Post-Flight Aitline Services Quality
  41. 41. Satisfaction Mean 3.906 PercentageofrespondentswhofeelsatisfiedwiththePre-flightservicesqualityoftheselectedAirlinetheytraveledonlasttimeisquitehighwhichleadstohighsatisfactionmeanof3.906. Almost75%ofparticipatedrespondents/passengersaresatisfiedwithPre-flightservicesqualityoftheAirlinetheytraveledonlasttimeintherecent6months. Figure 1.1 Satisfaction level of Pre-Flight Services Quality Q. Please let us know your agreement level toward pre-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 3.0 5.1 19.4 43.4 29.1 I am satisfied with the Pre-FlightAirline Services Quality Strongly disagree Disagree Neutral Agree Strongly agree (Unit: %) 1. Pre-FlightAirline Services Quality
  42. 42. Thefigurebelowindicatedthatthereisnosignificantdifferenceonsatisfactionmeanvalueeitherbetweenmaleandfemaleorbetweenpassengersagedunder20–29yearsoldandpassengersagedabove30yearsold. Meanwhile,thereisslightdifferenceonsatisfactionmeanvaluewhenitiscategorizedbymonthlyhouseholdexpenditurelevel.TherespondentswithmiddleexpenditureofIDR2.000.001–IDR4.000.000weremoresatisfiedwiththeservicesprovidedbytheselectedAirlinebeforetheflightwithsatisfactionmeanof3.93. Figure 1.2 Satisfaction mean for Pre-Flight Services by Groups 3.91 3.90 Male (n=214) Female (n=242) 3.90 3.91 Under 20 - 29 years old(n=235) Above 30 years old(n=221) 3.88 3.93 3.88 Rp. 2.000.000 and lower (n=139) RP. 2.000.001 - Rp. 4.000.000 (n=173) Rp. 4.000.001 and over (n=144) (Unit: %) 1. Pre-FlightAirline Services Quality SatisfactionlevelofPre-FlightServicesdoesnotvarymuchamonggroups Q. Please let us know your agreement level toward pre-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 (Unit: %)
  43. 43. BasedonthetopthreeofmostpreferedAirlineselectedbyrespondents,itisobviousthatingeneral,alltravelersachievedmeansatisfactionscoreofover3.50.Thereare70passengerswhoweresatisfiedwithAirasiaPre-Flightservices,whilethereareslightdifferenceonsatisfactionmeanvaluebetweenLionAirpassengersandGarudaIndonesiapassengers,whichaccountsfor3.84and4.10, respectively. Figure 1.3 Satisfaction mean for Pre-Flight Services by Top Three of selected Airlines Q. Please let us know your agreement level toward pre-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 3.93 3.84 4.10 Garuda (n=116) Lion Air (n=159) Airasia (n=70) (Unit: %) 1. Pre-FlightAirline Services Quality SatisfactionlevelofPre-FlightServicesdoesnotvarymuchamongselectedAirlines
  44. 44. AmongallitemsofPre-Flightservices,Airlinewebsite,SeamlessonlinesalessystemandKnowledgeableemployeesarevotedasbestthreePre-FlightservicesintermofitsreliabilityontheirlastexperienceofflyingwiththeselectedAirline,withsatisfactionmeanof4.23.4.07and4.00respectively.Incontrast,respondentsarelesssatisfiedwiththeirexperienceofusingwebcheck-inservicethroughdedicatedwebsiteoftheirchosenAirline. Q. Please let us know your agreement level toward pre-flight services quality (reliability) of your chosen Airline?[Matrix SA] Based n=456 Figure 1.4 Passengers Satisfaction Level on Pre-Flight Services (Reliability) items 4.8 3.7 3.9 4.8 3.9 2.0 3.5 2.0 .9.0 6.8 11.2 16.0 17.5 9.4 23.0 45.6 47.1 43.2 36.6 44.5 36.4 29.6 33.3 48.2 21.7 I found no system error ononline sales when doingreservation and ticketingtransaction I found no difficulties at salesoffice/airport salescounter/call center whendoing reservation andticketing transaction Employees of airline had theknowledge to answer everyquestions I asked The Airline website is veryuseful for me to look for anyimportant flight information I found no difficulties on usingweb check-in service throughthe website Strongly disagree Disagree Neutral Agree Strongly agree (Unit: %) 1.1 Pre-FlightAirline Services Quality (Reliability) SatisfactionlevelofPassengersdiffersfromitemtoitemofPre-FlightAirlineServices Mean4.073.954.004.233.73
  45. 45. AmongallitemsofPre-Flightservices(responsiveness),passengersaresatisfiedoverall,wheretheyaremostsatisfiedwiththeavailabilityofflightroutestomanydestinationcity,thustheyfoundnodifficultiesonarrangingtheirflightscheduleastherewerelotofchoicesofconvenientflighttime/scheduleandrouteseveryday. Infact,82.6%and80.5%surveyedpassengersweresatisfiedwithavailabilityofflightrouteandconvenientflightchoices,respectively. Otherwise,passengersparticipatedonsurveyarelesssatisfiedwithbaggageallowancerule,AirlineresponsivenesstowardemergencyconditionandAirlinepunctualityofdepartureandarrivaltime,whichleadstolowermeanscoreof3.54.3.72and3.77respectively. Figure 1.5 Passengers Satisfaction Level on Pre-Flight Services (Responsiveness) items Q. Please let us know your agreement level toward pre-flight services of your chosen Airline?[Matrix SA] Based n=456 2.0 1.8 3.7 3.1 3.9 2.9 1.5 10.1 9.4 10.7 14.7 14.0 25.9 21.7 30.0 51.3 52.6 31.1 38.6 37.5 29.2 30.0 29.2 27.2 17.8 I found lot of choices ofconvenient flight scheduleeveryday There are lot of flight routeavailable both domestic andinternational The airline is quite responsive ongiving notification for anyemergency condition such ascancelled flight The Airline has good reputationon punctuality of departure andarrival time The Airline has flexible baggageallowance rule (increase orupsize baggage weight, pre-bookbaggage) Strongly disagree Disagree Neutral Agree Strongly agree (Unit: %) 1.2 Pre-FlightAirline Services Quality (Responsiveness) SatisfactionlevelofPassengersdiffersfromitemtoitemofPre-FlightAirlineServices Mean4.034.083.723.773.54
  46. 46. AmongallitemsofPre-Flightservices(pricingandtransaction),passengersaremostsatisfiedwithwidemodeofpaymentchannelsthattheirchosenAirlineprovided.Withvariousoptionsofpaymentchannelsavailable,passengerscanproceedtheticketpaymentthroughcreditcard,directdebitorATM.Moreover,thefigurebelowclearlyshowsthat10.6%ofrespondentsparticipatedonsurveyhadnosuchgoodexperienceorimpressiononticketpricepromotionavailabilitythattheirselectedAirlineoffered. Figure 1.6 Passengers Satisfaction Level on Pre-Flight Services (Pricing and Transaction) items Q. Please let us know your agreement level toward pre-flight services of your chosen Airline?[Matrix SA] Based n=456 1.5 1.5 1.8 1.3 5.5 6.4 8.8 0.9 21.9 23.2 28.3 14.5 48.9 42.8 39.3 48.2 22.1 26.1 21.9 35.1 There is consistency of ticket priceswith given service The ticket price is reasonable I found lot of availablepromo/discounted ticket price Airline provided wide options ofpayment channels (credit card, directdebit, ATM) Strongly disagree Disagree Neutral Agree Strongly agree (Unit: %) 1.3 Pre-FlightAirline Services Quality (Pricing and Transaction) Mean3.853.863.714.15 Morethan80%surveyedrespondentsweresatisfiedwiththeavailabilityofmanypaymentoptions/channels
  47. 47. 1. Pre-Flight Airline Services Quality1.1 Reliability 1.2 Responsiveness1.3 Pricing and Transaction2. In-Flight Airline Services Quality2.1 Tangible2.2 Courtesy of Cabin Crew3. Post-Flight Airline Services Quality Part 2. Overall Passengers Satisfaction toward Airline Services Quality
  48. 48. Thereare72.9%ofparticipatedrespondents/passengerswhoaresatisfiedwithIn-flightservicesqualityoftheirchosenAirlinecomparedto4.70ofdissatisfiedpercentage.PercentageofrespondentswhofeelsatisfiedwiththeIn-flightservicesqualityisquitehighwhichleadstohighsatisfactionmeanof3.936. Figure 2.1 Passengers Satisfaction Level on In-Flight Services (Tangible) items Q. Please let us know your agreement level toward In-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 1.0 3.7 22.4 46.4 26.5 I am satisfied with the In-FlightAirline Services Quality Strongly disagree Disagree Neutral Agree Strongly agree (Unit: %) 2. In-Flight Airline Services Quality SatisfactionlevelofpassengerstowardIn-FlightAirlineservicesisslightlyhigherthanpassengers’satisfactiontowardPre-Flightservices Satisfaction Mean 3.936
  49. 49. Generally,allgroupsachievedhighmeansatisfactionscoreofover3.90wherethehighestmeanscoreis3.99,indicatedthatrespondentswithmiddleexpenditurewerehighlysatisfiedwiththeIn-flightservicestheygotduringtheirtrip. Figure 2.2 Satisfaction mean for In-Flight Services by Categories Q. Please let us know your agreement level toward In-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 3.94 3.92 Male (n=214) Female (n=242) 3.95 3.91 Under 20 - 29 years old (n=235) Above 30 years old (n=221) 3.93 3.99 3.87 Rp. 2.000.000 and lower (n=139) RP. 2.000.001 - Rp. 4.000.000 (n=173) Rp. 4.000.001 and over (n=144) (Unit: %) 2. In-Flight Airline Services Quality SatisfactionlevelofIn-Flightservicesdoesnotvarymuchamongcategories
  50. 50. FromthetopthreeofmostpreferredAirline,116passengersweremoresatisfiedwithGarudaIndonesiaIn-Flightservicescomparedto159respondentstravelingwithLionAirwhichhasalittlelowersatisfactionmeanof3.84. Figure 2.3 Satisfaction mean for In-Flight Services by Top Three of selected Airlines Q. Please let us know your agreement level toward In-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 4.05 3.84 3.98 Garuda (n=116) Lion Air (n=159) Airasia (n=70) (Unit: %) 2. In-Flight Airline Services Quality SatisfactionlevelofIn-FlightservicesdoesnotvarymuchamongselectedAirlines
  51. 51. Morethan80%ofsurveyedrespondentsagreedthattheirchosenairlinehascleancabinroom,comfortableandniceinteriorandwell- equippedsafetypercussion.Meanwhile,therespondentswerelesssatisfiedwiththeIn-flighshoppingofferingaswellastheseatsontheplanethatmadethemuncomfortableduringtheflightwhichleadstolowersatisfactionmeanof3.42and3.77,respectively.Finally,therewere75.9%passengerswhoadmittedthattheyfeltsafewhentravelingwiththeAirlinetheychose. Figure 2.4 Passengers Satisfaction Level on In-Flight Services (Tangible) item Q. Please let us know your agreement level toward in-flight services (tangible) of your chosen Airline? 0.9 1.5 0.9 1.5 0.9 1.1 0.7 1.1 2.0 6.4 2.6 11.0 1.3 10.5 0.7 1.5 12.3 29.6 26.3 21.9 18.4 45.2 10.5 21.5 54.6 37.9 41.2 40.1 55.7 31.8 50.0 44.5 30.3 24.6 28.9 25.4 23.7 11.4 38.2 31.4 The airline has clean cabin room, comfortable and nice interior Quality in-flight meal and beverages Clean and comfortable toilet The seats in the planes were comfortable The air conditioners in the planes were comfortable There were in-flight merchandise / duty free catalogue for shoppingonboard There are complete safety equipment/percussion I felt safe when travelling with the airline I chose Strongly disagree Disagree Neutral Agree Strongly agree 4.04 4.24 3.42 4.00 3.77 3.95 3.78 4.11 MEAN (Unit: %) 2.1 In-Flight Airline Services Quality (Tangible) TheAirtravellerhadrelativelypositiveimpressionwithdifferenttangiblefacilitiesprovidedontheplane
  52. 52. Intermofcourtesyofthecabincrew.morethan85%ofrespondentsparticipatedonsurveyweresatisfiedwiththeattractivenessofthecabincrewboththedressingandappearance;thefriendliness.politenessandlanguagecompetencyofthecabincrew;andalsowell- presentedsafetyrules.Incontrast,althoughthepassengersarehighlysatisfiedwiththecabincrewperformanceduringflight,only48.7% admittedthattheydidnotgetmuchindividualattentionfromthecabincrew,whichleadstolowersatisfactionmeanscore(3.50). Figure 2.5 Passengers Satisfaction Level on In-Flight Services (Courtesy) items Q. Please let us know your agreement level toward in-flight services (flight attendants' courtesy) of your chosen Airline? 1.3 0.4 0.4 0.4 0.9 0.7 2.9 0.2 2.0 0.9 2.0 2.9 2.6 9.6 9.2 10.1 10.1 25.9 31.6 23.9 38.8 57.7 54.8 58.6 46.9 41.0 48.5 32.0 31.6 32.7 30.0 24.8 23.7 24.3 16.7 The cabin crews were well dressed and had attractive appearance The cabin crews were friendly, polite and had good language skill The cabin crews can deliver/present safety rules and safety percussionusage very well The cabin crews gave nice service and respond to my request in timelymanner The cabin crew had sincere interest in fulfillinfg my needs Easy to contact the cabin crew when i need helps Providing individual attention to customers Strongly disagree Disagree Neutral Agree Strongly agree (Unit: %) 2.2 In-Flight Airline Services Quality (Courtesy) 3.50 3.93 3.84 3.94 4.17 4.17 4.18 MEAN TheRespondentswerehighlysatisfiedwiththeFlightAttendantPerformanceduringtheflight
  53. 53. 1.Pre-Flight Airline Services Quality1.1 Reliability 1.2 Responsiveness1.3 Pricing and Transaction2. In-Flight Airline Services Quality2.1 Tangible2.2 Courtesy of Cabin Crew3. Post-Flight Airline Services Quality Part 3. Overall Passengers Satisfaction toward Airline Services Quality
  54. 54. Lessthan60%passengersparticipatedinthesurveyweresatisfiedwithPost-flightservicesqualityoftheirchosenairlinewhentravelinglasttimewithsatisfactionmeanscoreof3.721. Figure 3.1 Passengers Satisfaction Level on Post-Flight Services items Q. Please let us know your agreement level toward post-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 1.1 6.3 32.7 39.0 20.8 I am satisfied with the Post-Flight Airline Services Quality Strongly disagree Disagree Neutral Agree Strongly agree (Unit: %) 3. Post-Flight Airline Services Quality ThePassengers’satisfactionleveltowardPost-FlightservicesqualityisnotashighasthesatisfactionleveltowardPre-FlightandIn-Flightservicesquality Satisfaction Mean 3.721
  55. 55. ThesatisfactionmeanscoreforPost-FlightAirlineservicesrangedfrom3.67to3.74,wherethosepassengerswithmiddleexpenditurehashighestfigure(mean=3.74)andthosewithhighermonthlyhouseholdexpenditurehaslowestfigure(mean=3.67).However,thereisnosignificantdifferentceamongcategories. Figure 3.2 Satisfaction mean for Pre-Flight Services by Groups Q. Please let us know your agreement level toward post-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 3.73 3.7 Male (n=214) Female (n=242) 3.73 3.71 Under 20 - 29 years old(n=235) 3.73 3.74 3.67 Rp. 2.000.000 and lower (n=139) RP. 2.000.001 - Rp. 4.000.000 (n=173) Rp. 4.000.001 and over (n=144) (Unit: %) 3. Post-Flight Airline Services Quality ThereisaslightdifferenceofsatisfactionmeanscoreamonggroupsonPost-Flightairlineservicesquality
  56. 56. ThesatisfactionmeanscoreforPost-FlightAirlineserviceswhenbeingcategorizedbyAirlinesrangedfromthelowestof3.63tothehighestof3.86.ThepassengerswhohaveevertraveledwithGarudaIndonesiaadmitedthattheyweresatisfiedwiththeoverallpost-flightairlineservicequality.Meanwhile,70Airasiapassengersweresatisfiedwiththeoverallpost-flightservicesprovidedwhichleadstosatisfactionmeanscoreof3.80. Figure 3.3 Satisfaction mean for Post-Flight Services by Top Three of selected Airlines Q. Please let us know your agreement level toward post-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 3.86 3.63 3.80 Garuda (n=116) Lion Air (n=159) Airasia (n=70) (Unit: %) 3. Post-Flight Airline Services Quality SatisfactionmeanscoreforLionAirpassengersis3.63comparedto3.86forGarudaIndonesiapassengers
  57. 57. IntermofAirlinePost-flightservicesquality,thesatisfactionlevelisnotashighasthesatisfactionlevelonPre-flightandIn-flightservicesquality.71.1%passengersfeltsatisfiedwiththeappreciationtheAirlinegavetowardtheirfeedbackandconcernontheirexperiencetravelingwiththechosenAirline. Figure 3.4 Passengers Satisfaction Level on Post-Flight Services items Q. Please let us know your agreement level toward post-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 (Unit: %) 3. Post-Flight Airline Services Quality SatisfactionlevelofpassengersdifferfromitemtoitemofPost-FlightAirlineservicesquality 3.72 3.88 3.70 3.72 3.58 MEAN 1.1 2.0 1.1 0.7 0.9 7.7 7.0 7.0 7.2 2.4 41.9 29.2 32.5 21.1 39.0 30.7 40.6 39.7 45.2 39.0 18.6 21.3 19.7 25.9 18.6 The Airline offers me Frequent Flyer program The Airline has efficient and in time baggage handling / delivery The Airline services on baggage retrieval is very good The Airlines provides seamless transfer from landing area to the airportentrance My concerns and comments are highly valued by the airline Strongly disagree Disagree Neutral Agree Strongly Agree
  58. 58. Part 1. Respondents’ Experience of Traveling by AirplanePart 2. Overall Passengers Satisfaction toward Airline Services QualityPart 3. Regression analysis on Passengers Satisfaction toward Airline Services Quality B. Research Findings
  59. 59. Part 3. Regression Analysis on Overall Passengers Satisfaction toward Airline Services Quality 1.Factors –Independent Variables 2.Factors –Dependent Variables 3.Regression Analysis
  60. 60. ThissectionshowstheresultsofreliabilitytestwithitsCoefficientalphausedtoestimatemultiple-itemscale’sreliability.Thecoefficientalphashowswhetherornotthedifferentitemsconverge.Coefficientalpharangesinvaluefrom0(noconsistency)to1(completeconsistency).Thefollowingtablesarethereliabilityoutputforeachindependentvariablesanddependentvariable: Cronbach’s Alpha = 0,916 1 I found no system error on online sales when doing reservation and ticketing transaction 2 I found no difficulties at sales office/airport sales counter/call center when doing reservation and ticketing transaction 3 Employees of the airline company had the knowledge to answer every questions I asked 4 The Airline website is very useful for me to look for any important flight information 5 I found no difficulties on using web check-in service through the website ※Note: • Cronbach’s alpha (α) analysis was employed to test the consistency among variables obtained in one factor. • Minimum acceptable level of alpha value is 0.7. Cronbach's Alpha ≥ 0.8 indicates an overall higher reliability factor. Factor 1. Pre-Flight Services 1. Factors –Independent Variables 6 I found lot of choices of convenient flight schedule everyday 7 There are lot of flight route available both domestic and international 8 The airline is quite responsive on giving notification for any emergency condition such as cancelled flight 9 The Airline has good reputation on punctuality of departure and arrival time 10 The Airline has flexible baggage allowance rule (increase or upsize baggage weight, pre-book baggage) 11 Consistency of ticket prices with given service 12 The ticket price is reasonable 13 I found lot of available promo/discounted ticket price 14 Airline provided wide options of payment channels (credit card, direct debit, ATM)
  61. 61. Cronbach’s Alpha = 0,867 1 The Airline offers me Frequent Flyer program 2 The Airline has efficient and in time baggage handling / delivery 3 The Airline services on baggage retrieval is very good 4 The Airlines provides seamless transfer from landing area to the airport entrance 5 My concerns and comments are highly valued by the airline Factor 2. In-Flight Services Factor 3. Post-Flight Services ※Note: • Cronbach’s alpha (α) analysis was employed to test the consistency among variables obtained in one factor. • Minimum acceptable level of alpha value is 0.7. Cronbach's Alpha ≥ 0.8 indicates an overall higher reliability factor. 1. Factors –Independent Variables Cronbach's Alpha = 0.941 1 The airline has clean cabin room. comfortable and nice interior 2 Quality in-flight meal and beverages 3 Clean and comfortable toilet 4 The seats in the planes were comfortable 5 The air conditioners in the planes were comfortable 6 There were in-flight merchandise / duty free catalogue for shopping onboard 7 There are complete safety equipment/percussion 8 I felt safe when traveling with the airline I chose 9 The cabin crews were well dressed and had attractive appearance 10 The cabin crews were friendly, polite and had good language skill 11 The cabin crews can deliver/present safety rules and safety percussion usage very well 12 The cabin crews gave nice service and respond to my request in timely manner 13 The cabin crew had sincere interest in fulfilling my needs 14 Easy to contact the cabin crew when ineed helps 15 Providing individual attention to customers
  62. 62. Overall Satisfaction Cronbach’s Alpha = 0.863 1 I am satisfied with the overall Airline's services 2 I will continue using airline services when i have demand 3 I will continues using long -term Airline services 4 I will recommend Airline service to friends / colleagues / family TheresultofthereliabilitytestofAirlineServicesinstrumentontheabovetablesshowthattheCronbach’salphavaluebaseineachAirlineServices(Pre- Flight,In-FlightandPost-Flight)werefoundaboveacceptablelevelwherethevalueisrangingfrom0.837to0.907. ComponentsthataretestedarePre-Flight(Reliability)(alphavalue=0.894), Pre-Flight(Responsiveness)(alphavalue=0.848),Pre-Flight(PriceCharged) (alphavalue=0.837),In-Flight(Tangible)(alphavalue=0.899),In-Flight(Courtesy)(alphavalue=0.907),Post-Flight(alphavalue=0.867)andPassengersOverallSatisfaction(alphavalue=0.863). Therefore,fromthealphavalueobtained,itcanbeconcludedthattheresearchinstrumentisreliableandconsistent.Theresultindicatedthatthescaleareinternallyconsistentandreasonablyfreeofmeasurementerror.Thescaleswithcoefficientalpharangedfrom0.80to0.95areconsideredtohaveverygoodreliability. ※Note: • Cronbach’s alpha (α) analysis was employed to test the consistency among variables obtained in one factor. • Minimum acceptablelevel of alpha value is 0.7. Cronbach's Alpha ≥ 0.8 indicates an overall higher reliability factor. 2. Factors –Dependent Variables
  63. 63. ForthepurposeoftestingtheformulatedhypothesesandevaluatingthePassengers’SatisfactionLeveltowardAirlineServicesQuality, statisticaltestingofmultipleregressionwasemployed TABLE1.OutputofRegressionAnalysis Theoutputoftheabovetableshowsthatthemodelallowstheresearchertopredictpassengers’satisfactionlevelataratebetterthanchance.ThisisprovenbythesignificanceleveloftheoverallFofthemodelillustratedontheabovetable.Ifthesignificanceis0.05orless,themodelisconsideredsignificant.Therefore,forthisstudy,thesignificanceof.000showedontheabovetablemeansthatthemodelortestissignificantatpredictingpassengers’satisfactionlevel(p<0.5). ANOVAa Model Sum of Squares df Mean Square F Sig. 1 Regression 766.701 3 255.567 61.227 .000b Residual 1886.701 452 4.174 Total 2653.401 455 a. Dependent Variable: PASSENGERS' SATISFACTION b. Predictors: (Constant). POSTFLIGHT. PREFLIGHT. INFLIGHT 3. Regression Analysis
  64. 64. The next part of interpreting the regression results is by examining the regression coefficient as presented on the table below: TABLE 2. Output of Regression Coefficients Otherwise,allthemeasurableindicatorsofIn-FlightandPost-Flightservicequalityhadapositivesignificanteffectonpassengersatisfactionsincetheyallhadsignificantvaluesof0.000thatwerelessthanthecriticalp-valueof0.05. ThisresultindicatedthatIn-FlightservicesofferedbyflightattendantandPost-Flightserviceshasaffectedpassengerssatisfaction. Moreover,italsoimpliesthatIn-FlightandPost-FlightservicesqualitycontributesondecidinghowsatisfiedpassengerstowardAirline’swholeperformance Inthiscase,In-FlightservicesandPost-Flightservicesaresignificantbasedonap-value(Sig.) below0.05,whereasthep-valueforPre-Flightservicesisgreaterthan0.05withp-valueof0.146. Therefore,theoutputofregressioncoefficientsshowninTable2impliedthatPre-Flightservicequalityhasnopositivesignificanteffectonpassengersatisfaction. TheresultsindicatedthatthereshouldbeanimprovementactioninthequalityofPre-FlightAirlineservicestodrivepassengerssatisfaction. Coefficientsa Variable Name Unstandardized Coefficients Standardized Coefficients t Sig. B Std. Error Beta 1 (Constant) 7.121 .660 10.788 .000 PREFLIGHT -.021 .014 -.080 -1.457 .146 INFLIGHT .110 .018 .414 6.210 .000 POSTFLIGHT .139 .042 .209 3.315 .001 a. DependentVariable: PASSENGERS' SATISFACTION 3. Regression Analysis
  65. 65. D. Respondent information Male 46.9 Female 53.1 0.7 0.9 23.0 18.0 52.2 5.0 0.2 Elementary School Junior Highschool Senior Highschool Diploma Degree Bachelor Degree Master Degree Doctor Degree Education Under 20 -29 years old, 51.6 Above 30 years old, 48.4 30.5 37.9 31.4 Rp 2.000.000and lower RP. 2.000.001 - Rp. 4.000.000 Rp. 4.000.001and over Monthly Household Expenditure 2.2 0.7 1.3 3.7 5.7 7.0 9.9 11.2 14.3 15.6 28.5 Others Retired Housewife Director / Manager of… Unemployed Worker Managerial Staff Proffesional Businessman Student / Pupil Office Staff Occupation
  66. 66. PT.Nusaresearchis100%Japaneseinvested.Ourmainprofessionsare‘Onlinemarketresearch’.‘Webcreative’and‘Webmarketing’.OnlineresearchisconductedbasedonNusaresearch–ouractivelymanagedover56.000memberspanelwithvarioussegmentationsacrossIndonesia. FORFURTHERINQUIRIES.PLEASECONTACT: PT.Nusaresearch »Address:21H.GrandSlipiTower.Jl.S.ParmanKav.22-24.Slipi.JakartaBarat11480. Jakarta.Indonesia »Officephone:+622129022227Fax:+622129022244 »Email:info@nusaresearch.com »Website:http://nusaresearch.com ThecopyrightofthisreportbelongstoPT.Nusaresearch.Theresults(analyzing.wording.data.tablesandgraphs)ofthissurveycanbepubliclyused.butmustbecitedandsourcedfromPT.Nusaresearch(alsoincludeitswebsiteaddresshttp://nusaresearch.com).

×